Core Responsibilities:

  • Facilitate rollout of new applications and modules
  • ServiceNow configuration and customization including, but not limited to: Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, applications and data imports
  • Collaborate effectively with other ServiceNow administrators to develop global solutions
  • Handle general updates and configuration changes/requests
  • Identify system deficiencies and recommend solutions
  • Prioritize multiple tasks effectively
  • Ensure latest release of ServiceNow application is implemented in a timely manner with minimal or no disruption to IT operations
  • Understand the requirements of ITSM program technological scope, its complexity, and required functionality
  • Responsible for adhering to ServiceNow policies and standards in accordance with company guidelines, business requirements, and associated attributes
  • Maintenance and continuous improvement of the processes, standards, policies, working methods, and tools
  • Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible
  • Ensure tool configuration consistency across development, stage, testing and production environments
  • Assist in the definition of business requirements, scope, estimate work effort and determine duration of development activities
  • Respond to L3 requests for support 24×7 for ServiceNow platform
  • Assisting in platform upgrades to new major release versions
  • Integrating ServiceNow with other systems (for discovery of assets, user access via LDAP, auto-creation of Incidents via Event Management Systems, etc.)
  • Developing new automation technologies to automate existing manual processes
  • Monitor and maintain integrations after go-live
  • Ensuring that development best practices and standards are followed to maintain consistency with the rest of the platform


  • 3-5 years of ServiceNow application development experience including advanced scripting in business rules, client scripts, script includes, etc.
  • 3-5 years of application development experience (using SDLC, Waterfall, Agile Scrum, etc.)
  • 2-3 years of JavaScript experience
  • 2-3 years of experience with various web technologies (XML/SOAP/REST, HTML, AJAX, CSS, HTTP) or comparable web design
  • 1-2 years of experience in technical assessments of business or user requirements
  • In-depth knowledge of the technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, LDAP, SSO, MID Server, Inbound emails, Discovery.
  • Experience working for a company of similar scale and/or complexity
  • Ability to work in a dynamic environment with changing priorities
  • High energy, innovative individual who is motivated by challenging assignments
  • Excellent verbal and written communication skills
  • Effective at managing multiple issues with conflicting priorities under tight deadlines
  • High attention to detail and accuracy
  • Strong analytical, organizational, and problem-solving skills
  • Ability to communicate technical issues to non-technical customers
  • Ability to work well within a team to learn and share knowledge


  • Certified in ServiceNow Administration

Preferred Skills (skills that would be beneficial but are not required):

  • Experience in designing and developing SOAP and RESTful web services.
  • Ability to take sparse vendor-specific API documentation and develop data integration capabilities with the ServiceNow platform.
  • Degree in Computer Science or equivalent experience
  • Creation and maintenance of Performance Analytics dashboards, indicators, and breakdowns
  • Advanced knowledge and understanding of IT concepts
  • Experience in creating or editing PowerShell and Linux/Unix scripting

Additional Certifications (beneficial, but not required):

  • Any ITIL certifications
  • Advanced System Administration in ServiceNow
  • Application Creation in ServiceNow
  • ServiceNow Discovery
  • Scripting in ServiceNow
  • ServiceNow Orchestration
  • ServiceNow Certified Implementation Specialist
  • ServiceNow ServiceWatch


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